If something goes wrong

Step 1 - Let us know

If something isn't right, the first thing to do is tell us about it and give us the chance to put it right.

Call us right away on 0345 555 7 100 to tell us what the problem is.

We’ll do all we can to fix things as quickly as possible – if necessary, we’ll put an expert on the case who will keep in touch with you until everything’s back the way it should be.

Step 2 - Customer Champion Team

If you’re not happy with the outcome of that first contact, or if you feel there’s something we haven’t dealt with properly, then get in touch with our Customer Champion Team.

Our Customer Champions look at every query and every issue from a customer perspective: they are impartial, they review each issue objectively on a case-by-case basis, and their mission is to resolve any problem in a fair and objective way.

They aim for same day response and speedy resolution. Get our Customer Champion Team on the case.

Step 3 - Independent help

It’s rare for problems to get to this stage, but if our Customer Champion Team hasn’t sorted things out to your satisfaction, then there are two bodies you can go to for independent help.

Citizens Advice Consumer Service provides independent advice, and the Energy Supply Ombudsman adjudicates between customers and their energy suppliers. Contact details for independent help are here.